Senior Manager Technical Account Management

2 weeks ago


Santa Clara, California, United States Palo Alto Networks Full time

The role of Senior Manager, Technical Account Management, is responsible for leading and expanding Palo Alto Networks' Proactive Services offer in North America. This position ensures alignment with the company's overall strategy, manages and grows the Technical Account Managers and program as a whole.

Additionally, the Senior Manager will provide guidance and be a point of escalation across the Proactive Services business operations, acting as a communication channel into the business and managing business change.

The Senior Manager will manage the organization against key performance indicators, including customer satisfaction, renewal rate, and other operational metrics.

Other key responsibilities include:

  • Driving the strategic direction and scalability of the Proactive Services initiatives for new business areas
  • Ensuring Technical Account Managers have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance
  • Establishing team goals in-line with overall organizational goals
  • Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives
  • Providing leadership, guidance, and support for technical account-related issues
  • Providing effective advice and counsel on strategic communications issues and exercising effective judgment
  • Improving processes for efficiency, organization, and customer satisfaction purposes
  • Collaborating closely with various internal partners to resolve issues and grow the business

Requirements for the position include:

  • BA/BS in computer science or equivalent (MBA a plus)
  • 10+ years experience in client-facing technical support and/or professional services within the high-tech industry preferred
  • Prior experience in a senior manager or director role
  • Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
  • Proven leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
  • Willingness and ability to travel (occasionally at short notice)

Palo Alto Networks is looking for a skilled and experienced Senior Manager, Technical Account Management, to lead and expand the company's Proactive Services offer in North America. If you have a passion for technical account management and a strong track record of success in a senior leadership role, we encourage you to apply for this exciting opportunity.



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